SUPERVISORY RESPONSIBILITIES

None.

SUMMARY

Under the supervision of HEAP Supervisor I/II or Operations Supervisor, supports the delivery of energy assistance services to customers. Assists with prioritizing and ensuring all goals are met according to funding source and agency policies.

Assists in the fulfillment of the agency’s vision, “For Those We Serve,” by empowering individuals to thrive as healthy, self-sufficient and contributing members of our communities.

DUTIES AND RESPONSIBILITIES/ESSENTIAL FUNCTIONS

Provides intake services in a high volume, client service, environment by collecting all required documents during the eligibility process.

Identifies and provides linkages available through Fresno EOC services when conducting outreach and intake services.

Ensures that referrals are addressed in a timely manner. Ensures household is aware of the referral process.

Conducts LIHEAP intake services at all rural off-site office locations, and at community events.

Assists and conducts presentations to various sized groups.

Attends trainings and meetings pertaining to LIHEAP or professional development.

Provides Energy Education to potential applicants who may receive LIHEAP services related to reducing energy consumption.

Determines eligibility for LIHEAP Services based on information received and accurately completes all eligibility documents to ensure all forms are being collected according to California Community Services and Development (CSD) and agency policies.

Enters approved Severe Weather Energy Assistance Transportation Services (SWEATS)/ Wood/Propane/Oil (WPO)/HEAP/Fast-Track applications into Energy Program database.

Staffs front office and greets walk-in applicants/guest/vendors by providing general information related to agency services. Offers instructions and seating for applicants waiting for LIHEAP intake services and directs guest/vendors to appropriate staff. Maintains contact with waiting applicants/guest/vendors and seeks assistance to ensure timely intervention on behalf of the applicant/guest/or vendor.

Operates a multi-line telephone system. Answers telephone calls regarding program requirements and eligibility.

Manages difficult or emotional customer situations by responding to customer needs in a professional and friendly manner to create a positive outcome.

Completes and forwards written correspondence on a timely basis to customers indicating results of eligibility determination conducted.

Provides daily client application reports to appropriate Supervisor.

Ensures effective and efficient work production levels with attention to accuracy at intake, processing, approvals, data entry, and filing.

Maintains and updates program reports and logs.

Follows standards of performance and conduct stated in EOC’s policies and procedures.

Maintains client confidentiality at all times.

Monitors own work to ensure quality, applying feedback when appropriate to improve performance.

Maintains a friendly, congenial, and professional atmosphere.

Works evenings and weekends as required.

Travels throughout Fresno County for company business using personal vehicle.

Performs other duties as assigned.

QUALIFICATIONS

To execute this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION:

High School Diploma or GED equivalent; college coursework or specialized training in customer service, business, social services, or related field preferred.

EXPERIENCE:

Minimum of two (2) years of related customer service work experience demonstrating the ability to perform the essential functions of this job.

OTHER QUALIFICATIONS:

Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, transcription, designing forms, and other office procedures and terminology.

Knowledge of creating and maintaining automated spreadsheets and using such data for progress reporting.

General knowledge of government sponsored program(s) eligibility requirements.

Proficient in Microsoft Office Suite and experience using database management software.

Willing to work non-traditional hours and days to meet the needs of this position.

Hard working, self-starter, able to complete projects to specifications with limited supervision.

Effective presentation, organizational, oral and written communication skills.

Ability to work and interact with diverse populations to develop and maintain supportive, respectful, and empowering relationships with families, co-workers, and the community.

Bilingual English and Lao/Cambodian/Spanish/Hmong/Russian highly desirable to address the needs of LIHEAP clients.

Must have a valid California driver’s license and reliable transportation, with adequate auto insurance as required by State law.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finder, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

Note: The statements herein are intended to describe the general nature and level of work being performed, but are not to be seen as a complete list of responsibilities, duties, and skills required. Also, they do not establish a contract for employment and are subject to change at the discretion of Fresno EOC.

Rev. June 29, 2021